What NiSource is and who it serves

NiSource is a natural gas utility company that operates in eight states: Indiana, Ohio, Kentucky, Virginia, Pennsylvania, Maryland, Massachusetts, and South Carolina. It serves more than 3.5 million customers through its regional subsidiaries, which operate under names like Columbia Gas, NIPSCO (Northern Indiana Public Service Company), and Vectren. If you receive a bill with one of these company names on it, you are a NiSource customer.

NiSource is a regulated utility, which means state public utility commissions oversee its rates, service standards, and customer protections. This matters because it means you have recourse if billing disputes arise or service is cut off — you can file a complaint with your state's utility regulator, not just with the company itself.

The company handles billing, meter reading, service repairs, and gas delivery. It does not set the price of natural gas itself — that is a commodity market — but it does set the delivery charge, which is the largest part of most residential bills.

Key Takeaways

  • NiSource operates under regional names like Columbia Gas and NIPSCO in eight states, and your bill will show one of these subsidiary names.
  • Your bill includes both the cost of gas and a delivery charge; the delivery charge is set by state regulators and makes up most of what you pay.
  • If you cannot pay your bill, NiSource offers payment plans and hardship programs that vary by state and subsidiary.
  • You have the right to dispute a bill and request a meter test before paying, and state utility commissions can hear complaints if the company refuses.
  • Service shutoff requires written notice and a waiting period that varies by state; winter protections exist in most NiSource service areas.

How to read your NiSource bill

Your NiSource bill breaks into three main parts: the cost of gas, the delivery charge, and taxes. The gas cost is what you pay for the commodity itself — this fluctuates with market prices and is usually the smallest line item. The delivery charge is what NiSource charges to maintain pipes, read your meter, and respond to emergencies; this is regulated by your state and is usually the largest part of your bill.

The bill also shows your meter reading — the number at the bottom of your gas meter — and your usage in therms (a unit of heat energy). If you want to verify the reading is correct, you can read your own meter and compare it to what the bill says. Most NiSource customers can also view their usage online through the company's website or mobile app, broken down by day or week.

Look for any line items labeled "adjustment" or "reconciliation." These appear when NiSource estimates your usage for a month and then corrects it later when an actual meter reading comes in. If an adjustment seems wrong, you can request a meter test or ask NiSource to explain the calculation.

Payment options and what happens if you fall behind

NiSource accepts payment by phone, online, by mail, or in person at authorized payment locations. The company does not charge a fee for online or phone payments made through its official website or customer service line. Some third-party payment processors charge fees, so check before you use them.

If your bill is overdue, NiSource will send you a notice. The timing and content of that notice depend on your state — some states require 10 days' notice before the company can shut off service, others require more. Read the notice carefully; it will tell you the important date to pay or contact the company to set up a payment plan.

Before service is shut off, you have the right to request a payment plan. NiSource offers plans that spread your bill over several months. The terms vary by state and by how much you owe, but most plans require you to pay a portion of the overdue balance upfront and then make regular monthly payments. Contact NiSource customer service to discuss what is available in your situation.

Hardship programs and bill information

NiSource operates hardship programs in most of its service areas. These programs may reduce your bill, defer payment, or waive late fees if you meet income or hardship criteria. The specifics vary significantly by state and by which NiSource subsidiary serves you. Indiana's program, for example, works differently than Ohio's or Virginia's.

To find out what is available where you live, contact NiSource customer service and ask about hardship or low-income programs. Have your account number and a recent bill handy. The company will ask about your household income and may require documentation like recent pay stubs or tax returns.

Beyond NiSource's own programs, you may also be able to get help from your state's energy information program or from local nonprofits. These are separate from the utility's programs. The National Energy information Referral (NEAR) hotline at 1-866-674-6327 can tell you what programs exist in your state. Some states also run emergency information funds specifically for utility bills.

Winter service protections and shutoff rules

Most states where NiSource operates have winter shutoff protections, which prevent the company from cutting off service during cold months if you are a residential customer. The exact dates and rules vary by state. In Indiana, for example, service cannot be shut off from November through March if you are a residential customer and you have made a good-faith effort to pay or set up a payment plan. Other states have different windows or different rules.

Even during winter, you must still pay your bills or work out a payment arrangement. Winter protection does not erase the debt; it just prevents shutoff. If you do not pay or make a plan during winter, the company can shut you off once the protection period ends.

If NiSource does shut off your service, you will need to pay the overdue balance plus a reconnection fee to get service restored. Reconnection fees vary by state but typically range from $50 to $150. Some hardship programs waive reconnection fees, so ask about that when you contact the company.

Disputing a bill or requesting a meter test

If you believe your bill is wrong, you have the right to dispute it. Write to NiSource explaining what you think is incorrect — for example, if your usage spiked suddenly or if you believe the meter reading is wrong. Include your account number and a recent bill.

You can also request a meter test. NiSource will send a technician to test whether your meter is measuring gas correctly. If the meter is working properly, NiSource may charge you a fee (usually $50 to $100, depending on your state). If the meter is faulty and has been overcharging you, the company must refund the overcharge, usually going back 12 months.

If NiSource refuses to address your dispute or you disagree with the company's response, you can file a complaint with your state's public utility commission. The commission is a state agency that regulates utilities and can order the company to investigate or refund money. Filing a complaint does not cost you anything, and the utility commission's contact information is on your bill or on the state government website.

How to contact NiSource and find your subsidiary

NiSource operates under different names in different states. If you are not sure which subsidiary serves you, check your bill — the company name appears at the top. You can also enter your zip code on NiSource's main website to find which subsidiary operates in your area.

Each subsidiary has its own customer service number, which is on your bill. You can also reach NiSource through its main website at nisource.com. Most subsidiaries offer online account management, where you can view your bill, report a problem, set up autopay, or request a payment plan without calling.

If you have a gas leak or smell gas, call the emergency line on your bill when ready — do not wait. Gas leaks are dangerous and require urgent attention.

Frequently Asked Questions

Can NiSource shut off my service in winter if I cannot pay?

Most NiSource service areas have winter shutoff protections for residential customers, but the rules vary by state. In general, the company cannot shut you off during winter months if you are making a good-faith effort to pay or have set up a payment plan. However, you must still contact the company and make that arrangement — straightforward not paying does not protect you. Check your bill or call customer service to confirm the exact winter protection dates in your state.

What if I think my meter is broken and I have been overcharged?

Request a meter test from NiSource. If the meter is faulty, the company must refund the overcharge, usually back 12 months. If the meter tests normal, you may be charged a fee for the test. You can dispute the fee or the test results by filing a complaint with your state's public utility commission.

How do I know if I am may be able to access for a hardship program?

Hardship programs are based on household income and sometimes on the reason you cannot pay. The income limits and program rules vary by state and by which NiSource subsidiary serves you. Call NiSource customer service and ask what programs are available in your area. Have your account number and recent pay stubs ready.

What is the difference between the gas cost and the delivery charge on my bill?

The gas cost is what you pay for the natural gas itself — this changes with market prices. The delivery charge is what NiSource charges to maintain the pipes and service your area — this is set by state regulators and is usually the larger part of your bill. Both appear separately on your bill so you can see what portion is the commodity and what portion is the utility's service fee.

Can I read my own meter and report the reading to NiSource?

You can read your meter to check it against what NiSource reports, but most utilities do not accept customer-reported readings for billing purposes. However, if you notice a big difference between your reading and the bill, that is a reason to request a meter test or dispute the bill. You can also view your usage online through NiSource's website or app, which updates regularly.